Client Success Engineer – SaaS Lending

Defi-Auto-LLC; Phoenix (AZ); On-site; USD 60,000 - 75,000; Full time

Job summary

defi SOLUTIONS is hiring a Client Services Desk Analyst to support auto loan origination and servicing products for major lenders across the United States. This Level 2 technical application support role emphasizes troubleshooting business applications, analyzing data, and gathering client feedback while collaborating with stakeholders to meet client expectations.

In this fast-paced role, you will triage cases, resolve complex issues, and identify opportunities to improve product experiences,

Qualifications

• Minimum of three to five (3-5) years' experience in lending, financial services, technology, and/or SaaS companies.
• Experience working in high volume case or ticketing queues.
• Basic SQL query abilities/experience.
• Excellent critical thinker; demonstrating strong problem-solving skills.

Responsibilities

• Review client configurations and business processes to address challenges and satisfy business needs
• Analyze, troubleshoot, and resolve complex application issues
• Triage cases to isolate issues and determine priority and resolution path
• Identify opportunities to enhance client product experiences
• Effectively interact and communicate with internal stakeholders to deliver on client expectations
• Advocate for clients by escalating urgent requests and efficiently prioritizing cases
• Determine resolution or alternatives, develop and implement solutions, or engage appropriate resources
• Identify roadblocks and drive progress to resolution
• Efficiently manage assigned cases and prioritize workload to meet Internal and client SLAs
• Support software QA testing and validation
• Perform other duties as required

Skills

SQL basics

Analytical thinking

Communication skills

Problem solving

Tools

ServiceNow

Ticketing systems

Job description

defi SOLUTIONS is hiring a Client Services Desk Analyst to support auto loan origination and servicing products for major lenders across the United States. This Level 2 technical application support role emphasizes troubleshooting business applications, analyzing data, and gathering client feedback while collaborating with stakeholders to meet client expectations.

In this fast-paced role, you will triage cases, resolve complex issues, and identify opportunities to improve product experiences,